George Fallis Email and Phone Number

The project consists of remediation file reviewers who are supported by senior case handlers (SCH). The basic principle being the SCH providing administration support and researching the point of sale and supporting documents. In addition, they prepare the suitability assessment form (SAF), before passing the entire file to the file review.er (FR) to assess the suitability of the sale for the Lloyds Banking Group.I undertook a full analysis of the processes to establish the root cause of failures, and the potential risk to the business of failing to meet the project objectives. I established FR’s and SCH’s were being left to their own devices with very little success, and presented an end to end process map of the FR RTC Academy. I set this up and managed the entire process, and achieved an 89% success rate, and had 62 FR’s go through the academy and many of them are still with the project.The external auditors are KPMG and the risk to the project quality was too high. The forecast was an ongoing level of 95%, however, when I assumed operational control of this process we had an overall quality score of 78.1%. I analysed the date presented by KPMG and also the reporting structure, and introduced one to one meetings with each FR to enable delivery of correct outcomes.

Contracting with the Lloyds Banking Group, my responsibilities were the day to day management of a team of 10 contractors who were dealing with all forms of banking complaints. These ranged from issues relating to account charges, interest rate change charges and historical charges dating back six years.Involvement with a broad range of claim management companies, investigating claims on behalf of their customers who held accounts with Lloyds, HBOS and Bank of Scotland

Returned to contracting with the Scottish Widows, involved with the Retirement journey project and performed various modelling business process analysis. Pensions freedom legislation, product range analysis, key stakeholder involvement, management and development of team deliveries and waste reduction, focus groups and end result confirmationDelivery of the retirement journey project involving key stakeholders, voice service centre, claims team, fulfilment, legal and customer care experience teamAccountability for the governance standards, processes and methodologies in accordance with lean six sigma programme including ownership, key activity planning and delivery resultsGovernance of the full product range within the group, including retirement account, corporate and individual pensions, life assurance, investment and annuities Delivery of the new contractor project, including system training, product knowledge and competency sign-off, deliverables, budget and 360-degree management

The responsibility was to managed the day to day operational process of the Lloyds mis-selling team in Rosyth, this involved them investigating the complete product range in investments and life assurance sold by the Lloyds banking group. I conducted an analysis of the overall effectiveness of the processes, and engaged various stakeholders, conducted workshops and one-to-one interviews with senior managers and quality control (QC) staff. The objective was to reduce the actual tolerance levels in line with expected tolerance levels whilst maintaining the project forecasts.An initial high level investigation was conducted by the file reviewers (FR) followed by a telephone interview with the customer, this established the relationship they had with the bank and also provided crucial information to complete the whole case study. On completion, the FR had the autonomy to settle claims up to £20,000, and any claims greater than this were countersigned by a senior manager.

Managing specialist complaints these range from Auto-enrolment employer generated complaints, as well as complex IFA complaints. Managing very large IFA compensation claims, dealing with legal requirements, risk management, and redress payments, also part of the small specialist team dealing with executive complaintsDelivery of the new contractor project, including system training, product knowledge and competency sign-off, deliverables, budget and 360-degree management

This role is on a consultancy basis, with the main thrust of developing the professional market. The initial expansion is concentrating on gaining connections with Accountants and Solicitors in and around the Edinburgh areaDirect prospecting to principal partners of the smaller accountancy practices, setting up appointments to deliver unique retirement services offered by FWMThe aim is to achieve business from the practices’ clients and developing the relationship with them